Technical Analyst | ITSM | Application Support | Social Media Manager
Cavite
I’m a Technical Analyst and IT Service Management professional with experience in application support, incident and problem management, troubleshooting, and service delivery. I also have hands-on experience in social media management, developing content strategies, managing social media accounts, engaging with audiences, and analyzing performance metrics to improve reach and engagement. My combined background in technical support and social media allows me to bring a versatile skill set to every project. I’m highly organized, solution-oriented, and adaptable, with strong communication and problem-solving skills. I’m committed to providing reliable technical solutions, effective social media support, and professional service that helps clients achieve their goals.
CHAMP Cargosystem, full_time
Sep 2025 to Present
* Performed first-level troubleshooting and root cause analysis to resolve system and application issues within SLA targets. * Provided technical support for airline cargo applications, handling incidents and service requests through ticketing tools such as ServiceNow and Jira. * Coordinated with internal technical teams and global support groups to escalate and resolve complex technical issues. * Supported system deployments, testing, and validation in TEST environments to ensure successful release implementation. * Managed incident lifecycle tracking, ensuring accurate updates, documentation, and timely communication with stakeholders. * Delivered end-user technical support and clear communication to ensure the smooth operation of cargo-related systems and services.
Accenture Inc, full_time
Apr 2022 to Sep 2025
* Served as the Subject Matter Expert (SME) for core SaaS applications, providing expert-level support in functionality, integration, and troubleshooting. * Drove efficient Service Management by ensuring SLA compliance, monitoring KPIs, and continuously improving processes to enhance customer satisfaction. * Managed Major Incidents by executing the Major Incident Management process, ensuring timely communication with customers and internal leadership. * Built and maintained strong relationships with key support teams and assignment groups to ensure effective collaboration and issue resolution. * Provided comprehensive technical support to end-users, delivering clear guidance and timely resolution for system-related concerns. * Tracked and analyzed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain service quality and consistent performance. * Led project engagement initiatives by planning and facilitating team town halls, rollout events, and team-building activities to foster collaboration and alignment. * Trained and mentored new team members by sharing knowledge, tools, and resources to support successful onboarding and integration.
Balthazar DAO, part_time
Sep 2021 to Dec 2023
* Developed and executed comprehensive social media strategies to increase brand awareness, audience engagement, and online presence across multiple platforms. * Managed and optimized social media accounts, including Facebook, Instagram, LinkedIn, X/Twitter, and TikTok, ensuring consistent branding and messaging. * Created, curated, and published engaging content across various formats, including graphics, videos, captions, promotional materials, and written posts. * Planned and maintained content calendars to ensure consistent posting, timely campaigns, and alignment with business objectives. * Monitored social media trends, audience behavior, and industry developments to identify opportunities for content growth and increased engagement. * Responded to comments, messages, inquiries, and mentions in a timely and professional manner while maintaining a positive brand voice. * Built and nurtured online communities by actively engaging with followers, prospects, and potential customers. * Supported lead generation and sales initiatives through targeted social media campaigns, promotional content, and audience engagement. * Analyzed social media performance metrics, including reach, impressions, engagement, follower growth, and conversions, to measure campaign effectiveness. * Used performance insights and analytics to refine content strategies, improve engagement rates, and maximize organic reach. * Collaborated with internal teams and stakeholders to develop campaigns and content aligned with brand goals and marketing initiatives. * Maintained consistent brand identity, tone, and visual standards across all social media channels. * Stayed up to date with emerging social media trends, platform updates, content formats, and best practices to continuously improve digital marketing strategies.
Super Shopping Market, Inc, full_time
Sep 2019 to Jan 2022
* Leveraged SAP tools to manage the company’s financial transactions and inventory. * Managed and negotiated with 150+ vendors on a monthly basis, ensuring effective supplier relationships and business operations. * Successfully recommended new products to SSMI, generating millions in sales and contributing 2% to the company’s share of business. * Reported directly to the Senior Vice President, providing updates and insights on business and operational activities. * Monitored and managed inventory across SSMI branches to ensure product availability and efficient stock levels. * Built and maintained strong prospect relationships through cold calling, follow-ups, and consistent client engagement.